Sparkcentral

About Sparkcentral

Sparkcentral allows users to manage all the asynchronous messaging channels with human and virtual customer service agents. At the core of the Sparkcentral Digital SaaS Platform sits an Automated Message Distribution (AMD) engine that supports high-growth message volumes. Channels they support include WhatsApp, Facebook, Facebook Messenger, Instagram, SMS, RCS, ABC, and modern live chat SDKs for In-Web and In-App messaging.

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Pricing

Free Trial Not Available
Offers Custom plan.
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SW Score Breakdown The SW Score breakdown shows individual score for product features.Read more

Features The Feature Score % is calculated using the weighted average method, where core features hold more weight in the final calculation. Read more

91%
Reviews

77%
Momentum

63%
Popularity

82%

Platforms Supported

Browser Based (Cloud)

Organization Types Supported

All (Small, Medium, Large)

API Support

Available

Modes of Support

24/7 (Live rep), Business Hours, Online

Sparkcentral Features

Show Feature Explanation

Show Missing Features

Live Chat Features

Features: The Feature Score % is calculated using the weighted average method, where core features hold more weight in the final calculation. Read more

91%

Visitor Targeting

Helps you to identify frequent visitors, so that you can proactively reach out to them by sending a pop up message

Transfers

Transfer of calls from one operator to another with just one click

Shortcut Messages

Create shortcuts for the commonly used replies in order to save time

Offline Form

This feature allows your visitors to submit their questions when your agents are not available online

Knowledge Database

Lets you have an access to all your past chat history and documents

Call Me Option

Allows your visitors to speak to your agents directly over the phone

Agent Scheduling

Schedules availability of your agents to ensure maximum utilisation of your staff

Video Chat

Make conversations more personal with video calling between your agents and your visitors

Persistent Chat

Creating a subject-based group conversation that persists over time

Co-Browsing

Your agents get to view the visitor's browsing screen, cursor movements, and clicks. It helps in understanding the visitor's behavior as well as helps in solving problems quickly.

Sparkcentral Pricing

Free Trial

Not available

Pricing Options

Premium Plans ( Quotation Based )

Sparkcentral Custom

Features

Manage asynchronous workflows
Increase message throughput
Work at the customer’s pace
Productive Agent Desktop
AI Virtual Agent Framework
Reporting & Analytics
Manage all channels with one Universal Queue
Synchronize web chat with in-app chat
Make proactive notifications responsive
Move social conversations from the public to private
Bridge IVR and Voice to messaging channels
Take live chat to message during out-of-office hours

Disclaimer: The pricing details were last updated on 01/07/2020 from the vendor website and may be different from actual. Please confirm with the vendor website before purchasing.

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Sparkcentral Reviews

User Rating

4.7/5 (Based on 275 Ratings)

Rating Distribution

Excellent
67.3%
Very Good
31.6%
Average
1.1%
Poor
0%
Terrible
0%

User Sentiments

User-friendly interface, Efficient customer support management, Seamless social media integrations, Comprehensive reporting and analytics

Limited third-party API integrations, Lack of multiple CRM connections, Limited historical data scaling, Mobile app unavailability

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Review Summary

Sparkcentral is generally well-received by users, earning praise for its intuitive interface, robust features, and excellent customer support. Reviewers highlight its ability to centralize and manage customer interactions across various channels, streamlining communication and improving team collaboration. The platform's automation capabilities and customizable reporting features are also appreciated, enabling businesses to optimize their customer engagement strategies. While some users mention occasional technical glitches or a learning curve for new users, the overall sentiment towards Sparkcentral remains positive, with many users emphasizing its positive impact on their customer service operations.

Pros

Omnichannel support: Manage customer interactions across various channels like email, social media, and live chat, all in one place.
Contextual AI Assistant: Provides realtime suggestions and insights to agents to help resolve customer queries efficiently.

Cons

Steep learning curve: Users may require a significant amount of training to fully utilize the platform's features and functionalities.
Limited customization options: Some users may find the platform's customization options to be limited, hindering their ability to tailor it to their specific needs.

AI-Generated from the text of User Reviews

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